Customer Insights to Action (C.I.A.) Unlocking the Economics of Relationships June 18, 2009

CIA Meeting Topics 1) Solutions to common call center problems: The 20 keys to unlocking workforce strength, productivity and innovation. 2) Toxic Employees: Every call center has at least one – an employee who takes out his / her frustrations on peers and your customers! Today’s discussion will focus on the wide-spread impacts these employees can have on your business as well as strategies for neutralizing the environment.

Symptoms experienced? Low productivity and quality Low morale Low innovation Uncontrollable turnover Poor schedule adherence Abuse of FMLA and leave Excessive absenteeism and tardy Constant complaining or apathy No solutions to problems offered Mgt “forced” to micro-manage Adversarial relationship between Management and Staff Excessive coach & appraisal time Staff content with barely meeting minimum performance standards Resistance to any changes

Low productivity and quality

Low morale

Low innovation

Uncontrollable turnover

Poor schedule adherence

Abuse of FMLA and leave

Excessive absenteeism and tardy

Constant complaining or apathy

No solutions to problems offered

Mgt “forced” to micro-manage

Adversarial relationship between Management and Staff

Excessive coach & appraisal time

Staff content with barely meeting minimum performance standards

Resistance to any changes

Common Call Center Practices Internal Quality Monitoring Workforce Management KPIs (Key Performance Indicators) Rewards and Recognition Programs Six Sigma Survey Programs

Internal Quality Monitoring

Workforce Management

KPIs (Key Performance Indicators)

Rewards and Recognition Programs

Six Sigma

Survey Programs

Symptoms experienced? Low productivity and quality Low morale Low innovation Uncontrollable turnover Poor schedule adherence Abuse of FMLA and leave Excessive absenteeism and tardy Constant complaining or apathy No solutions to problems offered Mgt “forced” to micro-manage Adversarial relationship between Management and Staff Excessive coach & appraisal time Staff content with barely meeting minimum performance standards Resistance to any changes

Low productivity and quality

Low morale

Low innovation

Uncontrollable turnover

Poor schedule adherence

Abuse of FMLA and leave

Excessive absenteeism and tardy

Constant complaining or apathy

No solutions to problems offered

Mgt “forced” to micro-manage

Adversarial relationship between Management and Staff

Excessive coach & appraisal time

Staff content with barely meeting minimum performance standards

Resistance to any changes

Survey Calibration (EQM vs. Survey) Why? … trust … fairness … accuracy … engagement … continuous improvement … positive ownership … common cause … ?

Why?

… trust

… fairness

… accuracy

… engagement

… continuous improvement

… positive ownership

… common cause

… ?

Representative Knowledge

Symptoms experienced? Low productivity and quality Low morale Low innovation Uncontrollable turnover Poor schedule adherence Abuse of FMLA and leave Excessive absenteeism and tardy Constant complaining or apathy No solutions to problems offered Mgt “forced” to micro-manage Adversarial relationship between Management and Staff Excessive coach & appraisal time Staff content with barely meeting minimum performance standards Resistance to any changes

Low productivity and quality

Low morale

Low innovation

Uncontrollable turnover

Poor schedule adherence

Abuse of FMLA and leave

Excessive absenteeism and tardy

Constant complaining or apathy

No solutions to problems offered

Mgt “forced” to micro-manage

Adversarial relationship between Management and Staff

Excessive coach & appraisal time

Staff content with barely meeting minimum performance standards

Resistance to any changes

www.surveycalibration.com

www.surveycalibration.com

Common Call Center Practices Internal Quality Monitoring Workforce Management KPIs (Key Performance Indicators) Rewards and Recognition Programs Six Sigma Survey Programs

Internal Quality Monitoring

Workforce Management

KPIs (Key Performance Indicators)

Rewards and Recognition Programs

Six Sigma

Survey Programs

Unlocking Workforce Strength, Productivity, and Innovation Increases … revenues … profitability … market share … shareholder wealth … reputation … opportunities … ?

Increases

… revenues

… profitability

… market share

… shareholder wealth

… reputation

… opportunities

… ?

The Framework Increases … revenues … profitability … market share … shareholder wealth … reputation … opportunities … ? The 20 Keys and Levels of Action™ 2 Slots Only! Call: Jim Rembach 336-288-8226

Increases

… revenues

… profitability

… market share

… shareholder wealth

… reputation

… opportunities

… ?

Toxic Employees Toxic Employees: A scenario Definition: Individuals who attack, belittle, yell at or take their frustrations out on the people around them, spreading negativity.

Toxic Employees Customer Perspective (EQM) “ I spoke with a customer service representative, who belittled me, which almost made me throw in the whole towel of even working with your company. I'm still on the edge of even considering that.“ “ The young lady I spoke with was very lacking in exemplary qualities to work as a sanitation worker. She was very, very rude.” “ He was extremely rude to me. He lied to me. He would not put on a supervisor. He put me on hold as a punishment at least seven times. Then he hung up on me.” “ She was extremely, extremely rude and agitated because she couldn't understand what I was talking about. She was hissing, puffing, and sucking her teeth. Just extremely rude.” “ He yelled at me not to talk back to him…” “ He keeps telling me I don't know what I'm talking about…” She laughed in my face when I asked her for something. “ She told me to hang up and call back if I did not like talking to her.” “ The service operator talked to me like I was a child or I was borderline stupid…”

Decreased customer loyalty Lost revenue opportunities Diminished engagement and work effort among peers and supervisors of toxic employees Cost of employee turnover Increased absenteeism Employee apathy Lost productivity resulting from the need to address & document incidents Management “forced” to micro-manage Adversarial relationship between Management and Staff Excessive appraisal (quality monitoring) time Lack of innovation Toxic Employees Impact on your business

Decreased customer loyalty

Lost revenue opportunities

Diminished engagement and work effort among peers and supervisors of toxic employees

Cost of employee turnover

Increased absenteeism

Employee apathy

Lost productivity resulting from the need to address & document incidents

Management “forced” to micro-manage

Adversarial relationship between Management and Staff

Excessive appraisal (quality monitoring) time

Lack of innovation

Toxic Employees Causes & Solutions Causes Frustration with tools, company rules, processes, etc. Lack of job engagement An environment of blame Down-sizing “ Salary freezes” Personal life Solutions ___________________ ___________________ ___________________ ___________________ ___________________ ___________________

Causes

Frustration with tools, company rules, processes, etc.

Lack of job engagement

An environment of blame

Down-sizing

“ Salary freezes”

Personal life